ORDER CANCELLATION
If you contact Luceia within 5 hours of placing your order it may be possible to cancel your order. This also applies to pre-order products. Please email us at [email protected] and we’ll do our best to help.
RETURNS
If you are unsatisfied with your purchase, you may return it to us for an exchange or refund within 30 days. We are not able to provide an exchange or refund on any of our products that have been personalized. We also are not able to offer an exchange or refund on any sale or markdown products. Refunds will be issued to your original payment method only.
Please advise us upon receipt of your purchase if you wish to exchange an item/s. If you would like to exchange an item/s (not including items that have been personalized) please email [email protected] with your order number, the item you would like to exchange, and the item you would like to replace it with. Once we have received your exchange request, we will provide you with an RMA number which you will need to include with the item you are returning.
Please note that all extra postage costs incurred exchanging or returning an item are payable by you and return of the new item is subject to us receiving the extra postage costs. Once this is received the new item will be posted immediately. If you are returning a product for a refund your initial shipping fee can not be refunded.
Please make sure your items are returned new, unused and with all tags still attached as any returns that do not meet our policy will not be accepted and will be sent back to the customer. We strongly recommend when returning items to us you use recorded or special delivery as we are unable to refund items that are lost in the post. All goods shall remain your responsibility until we receive them.
Exchanges received outside the above time frames will not be accepted. For all exchanges, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please be aware that international customs duties and sales taxes that are incurred in the return of a product can not be refunded.
FAULTY ITEMS
Returns of faulty items will only be accepted if the goods were faulty when delivered to you, we at Luceia take every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to report, please make your request clear when contacting [email protected] about the fault.
Returns of faulty goods must be returned to us within 30 days of being received by you. If you return an item to us because it is faulty, we will include with your refund the postage you paid when returning the item to us.
We strongly recommend when returning items to us you use recorded or special delivery as we are unable to refund items that are lost in the post. All goods shall remain your responsibility until we receive them.
REFUNDS
Please note the following exceptions to our return and refund policy:
- Discounted items are final and cannot be returned or exchanged
- Returned items must have tags still on and be returned in original product packaging
- Returned items must have no visible signs of wear or use
- We cannot be held responsible for goods damaged or lost in return shipment.
Refunds or replacements will be solely at the discretion of Luceia.